What:

Choose one interaction in your customer experience. Now benchmark the company that is the best at this interaction. Not in your industry, but on the planet. Look for all companies that are excellent at that single interaction.

Why:

Too many companies benchmark customer experience leaders only in their industry. Thought leaders benchmark outside their industry and leapfrog their peers.

Tip:

Take a look at your MXM Score Card. Scroll to the bottom of the page and see the average NPS scores for Hospitality and Retail.